AI for Customer Experience: Strategy & AI

This course contains the use of artificial intelligence.Artificial Intelligence is fundamentally transforming how modern enterprises interact with their customers. In this comprehensive executive masterclass, you will bridge the gap between high-level customer experience (CX) strategy and hands-on technical AI deployment.Customer expectations have evolved beyond simple keyword chatbots. Today’s market demands hyper-personalized, context-aware, and autonomous AI systems capable of resolving complex inquiries in real time across multiple channels. This course delivers the exact strategic blueprints, prompt engineering security frameworks, machine learning models, and agentic API tool schemas required to build enterprise-grade customer experience architectures.The Nexara Retail ($100M Enterprise Case Study):Throughout all 12 lectures, you will follow the step-by-step transformation of our model company, Nexara Retail—a multi-channel e-commerce enterprise generating $100M in annual revenue across Web, Mobile App, and WhatsApp. You will learn how Nexara deployed a hybrid AI architecture that delivered staggering results:Lowered Average Cost per Contact permanently from $4.00 down to $2.10 (-47.5%).Boosted Customer Satisfaction (CSAT) score from 72% up to an all-time high of 88% (+16 points).Achieved a 45% routine query deflection rate across high-volume order tracking inquiries.Reduced Agent Average Handle Time (AHT) by 50% (8 minutes down to 4 minutes) using real-time copilots.Saved $2,400,000 in retained lifetime revenue through predictive churn prevention.Generated $3,600,000 in Net Annual Business Value with a 4.1-month financial payback period.Detailed Section-by-Section Course Curriculum:Section 1: Foundations Strategic AlignmentMaster the core fundamentals of AI in customer experience. You will analyze the 3-Tier AI Generational Stack (Rule-Based → Generative → Autonomous Agentic), establish SMART baseline metrics, and redesign traditional customer journey maps to integrate AI touchpoints seamlessly.Section 2: Conversational AI, Agent Copilots Omnichannel SupportDive deep into conversational design and human augmentation. You will author production-ready system prompts with strict operational guardrails, engineer real-time agent copilot sidebars inside ticketing workspaces like Zendesk, and build enterprise Customer Data Platforms (CDP) featuring real-time identity resolution across web chat, mobile, and WhatsApp.Section 3: Predictive CX, Personalization Agentic WorkflowsTransition into advanced machine learning and autonomous execution. You will construct predictive churn risk scoring engines, build vector-based product affinity carousels for real-time hyper-personalization, and deploy Generation-3 autonomous agentic AI workers using the ReAct (Reasoning + Acting) framework with 5 production JSON API tool schemas for automated database writes.Section 4: Governance, ROI Strategic ExecutionEstablish enterprise governance and executive financial models. You will design AI Governance Proxies performing real-time PII redaction ( 12ms) in full compliance with GDPR and the European Union AI Act. Finally, you will construct 3-Year Financial Total Cost of Ownership (TCO) models and assemble Nexara's 3-Year Strategic AI Transformation Master Roadmap.What You Will Receive:Production-ready System Prompt Master Guardrail Templates.5 Enterprise JSON API Tool Call Schemas (Returns, Order Modification, Inventory).Nexara's 3-Year Financial ROI Excel Calculation Model.EU AI Act GDPR Data Privacy Compliance Checklist.Comprehensive Capstone Project Workbook Strategic Roadmap Blueprint.Who Should Enroll:Customer Experience (CX) Executives, Vice Presidents, Directors Operations ManagersProduct Managers, Enterprise AI Architects, IT Leads Solutions EngineersContact Center Leaders Customer Support Specialists seeking copilot and agentic skillsAI Strategy Consultants Digital Transformation Leaders driving enterprise innovationArtificial Intelligence is fundamentally transforming how modern enterprises interact with their customers. In this comprehensive executive masterclass, you will bridge the gap between high-level customer experience (CX) strategy and hands-on technical AI deployment.Customer expectations have evolved beyond simple keyword chatbots. Today’s market demands hyper-personalized, context-aware, and autonomous AI systems capable of resolving complex inquiries in real time across multiple channels. This course delivers the exact strategic blueprints, prompt engineering security frameworks, machine learning models, and agentic API tool schemas required to build enterprise-grade customer experience architectures.The Nexara Retail ($100M Enterprise Case Study):Throughout all 12 lectures, you will follow the step-by-step transformation of our model company, Nexara Retail—a multi-channel e-commerce enterprise generating $100M in annual revenue across Web, Mobile App, and WhatsApp. You will learn how Nexara deployed a hybrid AI architecture that delivered staggering results:Lowered Average Cost per Contact permanently from $4.00 down to $2.10 (-47.5%).Boosted Customer Satisfaction (CSAT) score from 72% up to an all-time high of 88% (+16 points).Achieved a 45% routine query deflection rate across high-volume order tracking inquiries.Reduced Agent Average Handle Time (AHT) by 50% (8 minutes down to 4 minutes) using real-time copilots.Saved $2,400,000 in retained lifetime revenue through predictive churn prevention.Generated $3,600,000 in Net Annual Business Value with a 4.1-month financial payback period.Detailed Section-by-Section Course Curriculum:Section 1: Foundations Strategic AlignmentMaster the core fundamentals of AI in customer experience. You will analyze the 3-Tier AI Generational Stack (Rule-Based → Generative → Autonomous Agentic), establish SMART baseline metrics, and redesign traditional customer journey maps to integrate AI touchpoints seamlessly.Section 2: Conversational AI, Agent Copilots Omnichannel SupportDive deep into conversational design and human augmentation. You will author production-ready system prompts with strict operational guardrails, engineer real-time agent copilot sidebars inside ticketing workspaces like Zendesk, and build enterprise Customer Data Platforms (CDP) featuring real-time identity resolution across web chat, mobile, and WhatsApp.Section 3: Predictive CX, Personalization Agentic WorkflowsTransition into advanced machine learning and autonomous execution. You will construct predictive churn risk scoring engines, build vector-based product affinity carousels for real-time hyper-personalization, and deploy Generation-3 autonomous agentic AI workers using the ReAct (Reasoning + Acting) framework with 5 production JSON API tool schemas for automated database writes.Section 4: Governance, ROI Strategic ExecutionEstablish enterprise governance and executive financial models. You will design AI Governance Proxies performing real-time PII redaction ( 12ms) in full compliance with GDPR and the European Union AI Act. Finally, you will construct 3-Year Financial Total Cost of Ownership (TCO) models and assemble Nexara's 3-Year Strategic AI Transformation Master Roadmap.What You Will Receive:Production-ready System Prompt Master Guardrail Templates.5 Enterprise JSON API Tool Call Schemas (Returns, Order Modification, Inventory).Nexara's 3-Year Financial ROI Excel Calculation Model.EU AI Act GDPR Data Privacy Compliance Checklist.Comprehensive Capstone Project Workbook Strategic Roadmap Blueprint.Who Should Enroll:Customer Experience (CX) Executives, Vice Presidents, Directors Operations ManagersProduct Managers, Enterprise AI Architects, IT Leads Solutions EngineersContact Center Leaders Customer Support Specialists seeking copilot and agentic skillsAI Strategy Consultants Digital Transformation Leaders driving enterprise innovation